Returns & Refunds

Buying shoes online means sometimes getting it wrong. You have 30 days to send a pair back, no reason required.

Your return window

30 days from the day your order is delivered. That is our own policy, and it is longer than the law requires.

Separately, as an EU consumer you also hold a 14-day right of withdrawal under Directive 2011/83/EU, counted from the day you receive the goods. Our 30-day policy sits on top of that right — it does not replace it, limit it, or ask you to give anything up.

Condition we can accept

Returned shoes must be:

• Unworn. Try them on indoors, on a clean floor, for as long as you would in a shop.
• Complete. All original tags, spare laces, dust bags, cards and inserts included.
• In the original shoe box, undamaged. The box is part of the product.

Two things that cause most rejected returns:

• Do not tape, label or write on the shoe box. Put it inside an outer shipping box or a padded bag.
• Check the outsole and the toe. Grit in the tread or a crease across the toe box means the shoe has been worn outdoors, and we cannot resell it.

If a return arrives in a condition we cannot accept, we photograph it, contact you, and send it back to you at no charge. We do not quietly keep it.

How to return a pair

1. Write to us through our contact page with your order number and which pair you are sending back.
2. We reply with a return reference and the return address, usually within one working day.
3. Pack the shoe box inside an outer box. Include the return reference in the parcel.
4. Send it with a tracked service and keep the receipt until your refund lands.

Return address: [NOME LEGAL DA EMPRESA], [ENDEREÇO COMPLETO DE DEVOLUÇÃO], [CIDADE], [CÓDIGO POSTAL], [PAÍS].

Who pays for return postage

Reason for return	Return postage paid by
Change of mind	You
Wrong size ordered	You
Faulty or defective pair	Us
Damaged in transit	Us
Wrong item or wrong size sent	Us

Always use a tracked service. Without tracking we have no way to prove the parcel reached us, and neither do you.

Refunds

We inspect every return within 2–3 working days of arrival. Once approved, the refund goes back to the original payment method — we cannot send it anywhere else.

Timing after approval, by method:

• Credit and debit cards: 5–10 working days, depending on your bank
• PayPal: 1–3 working days
• Klarna and buy-now-pay-later: 3–5 working days, and your instalment plan is adjusted automatically
• Bank transfer: 3–7 working days

We refund the price of the goods in full. Where you exercise the 14-day right of withdrawal, we also refund the standard outbound shipping you paid, as EU law requires. If you chose an upgraded delivery service, we refund it at the standard rate.

Exchanges

We do not process direct swaps. Return the pair for a refund and place a new order for the size you want.

It sounds like extra work, but it is faster in practice: your new size is reserved the moment you order it, instead of waiting for a parcel to cross Europe while the stock sells to someone else.

Faulty goods and the legal guarantee

As an EU consumer you have a 2-year legal guarantee against lack of conformity, under Directive (EU) 2019/771. If a defect appears within that period — a sole separating, stitching failing, a construction fault — you are entitled to repair, replacement, a price reduction or a refund.

This guarantee covers manufacturing defects. It does not cover normal wear: outsole tread wearing down, creasing, the gum sole darkening with age, or damage from misuse.

To make a claim, contact us with your order number and clear photographs of the fault. We assess it, and where the fault is ours or the manufacturer's, we cover postage in both directions.

Non-returnable items

• Gift cards
• Shoe care products where the seal has been broken
• Items marked final sale on the product page

Nothing here affects your statutory rights.

Still unsure?

If you are hesitating between two sizes, read the Size Guide or just ask us before ordering. A two-minute question saves a two-week return.